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 MadMANNPremium
join:2005-08-19
kudos:2 | reply to djrobx
Re: Stories like this said by djrobx:While I don't agree with her commentary at all, I find it equally non-sequitur to accuse her of being a corporate shill just because she has a pro-Comcast opinion. That's how this particular member operates. When your opinions vary, you are the enemy. | | |
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4 edits | quote:
When your opinions vary, you are the enemy
When you insult people and put words in their mouths, you are the enemy. Especially when you know nothing about someone else's situation - but claim to know more than they do.
-- Moving on
If you are an employee, you have a conflict of interest being in a thread about poor customer service.
If anything, you people should be apologizing and promising better service, not making things worse by calling every complaint 'insignificant'
I could get FiOS in my home from 15 - 50mbps symmetrical starting at $40 / month IF comcast hadn't spent millions of dollars lining the pockets of the representatives in my city.
This is why they have customers - they stamp out competitors by hitting them behind the back and leave no room for healthy competition (just like Microsoft)
They would rather rule over their aged, exclusive networks collecting on your dime when you could have something better, if you'd just stand up, complain, and demand . . .but they'd rather have you pacified, singing their tune.
I hate this company because of their policies, customer service, and business practices, but it's the only option that's the fastest and the other options have equally dismal support.
When fiber comes - bye, oh sweet bye to cable.
And it will come. | |
MadMANNPremium
join:2005-08-19
kudos:2 | said by longstreet:When you insult people and put words in their mouths, you are the enemy. I agree. If it weren't for certain deleted comments on your part, there would be links to show where you have done just that.
said by longstreet:If you are an employee, you have a conflict of interest being in a thread about poor customer service. Why? Is this not a discussion forum where people with other views besides your own come to express their points of view? If you can't stand other views that may not agree 100% with your own, then maybe a discussion site is not your bag.
The employees who frequent this site do so mostly to help others in the forums. Do any of them point out inconsistencies? Yeah, just like any other member would. But you have posted things on this site that imply that everyone at Comcast is incompetent and dishonest anyway, so wouldn't that make YOUR interests in conflict? If going by your logic, it would because you are saying that because someone works for the company, they can't have an unbiased opinion. The same would go for you, since all you have to go on is YOUR personal experience, which is not the norm. Only someone who actually deals with various issues everyday would really know the ins and outs of this topic.
You had a problem. It sucked. It was dealt with. It was NOT insignificant and did not go well as a whole at all, but it is over and you seem to have this grudge that you can't get rid of to save your life. I seem to remember a quote saying something to the effect of dedicating your time to share your stories with others in an attempt to take them out of business? IDK, IMHO that's a tad OCD. A normal person would move on and possibly switch services.
Again, that's just my opinion. In the meantime, I would hope that if any issues come up again, I would wish you only the best people to try and help you. Contrary to your beliefs, there are lots of good ones out there. Hopefully someday you can let it go and move on. | |
2 edits | quote:
which is not the norm
I think the recent news articles disagree with your viewpoint.
So now i'm not normal because I actually do something about getting screwed over?
If you define normal as 'shut up and go away' then you must be quite the conformist.
To add fuel to what I've already said : Cable is taking the FCC to court over the loss of exclusive contracts! Not only do they have (as demonstrated) piss-poor service, but they lock people into no other choice (monopoly anyone?)
I would be ashamed to work for such a company that extorts money in this manner.
quote:
said by longstreet :
When you insult people and put words in their mouths, you are the enemy.
quote:
I agree. If it weren't for certain deleted comments on your part, there would be links to show where you have done just that.
Pity you opted to comment the way you did - perhaps you could have apologized for the terrible service your employer gave and things could have been different, but you want me to have the 'Comcast is great and how could you ever think anything else' attitude . . .then insinuiated that I was lacking some sort of knowledge about my situation.
You don't even know 1/4 of it. | |
MadMANNPremium
join:2005-08-19
kudos:2 | Wow. I failed trying to explain myself. All I have been trying to do is explain to you how sometimes things can go wrong.
In your situation, at least according to the info you posted in the past (if it is incomplete then nobody here could possibly know the whole story), the local techs had done a lot to try to resolve your particular situation. From what you posted, they did so as quick as they could, given the situation and the complexity of your problem.
There are obviously other issues, billing for example, that have gone totally awry. I, personally, am not responsible for that and I am not even part of the troubleshooting process for your area, so any apology I give in regards to that would be pretty empty.
The only thing I can apologize for is if you took anything I have posted to be anti-you or anti-your situation. If that's the case, then I do apologize. I never said YOU were not normal. I am saying that problems happen with every service and every company. The situations, while they happen regularly because many of them are unavoidable, are not normal operating procedures. In other words, they are NOT acceptable to anyone within any service company. If they were normal, then nobody would have cared and you would still have non-working service. Please show where anyone told you to "shut up and go away."
In regards to the news story, this story hits the front page here all of the time. Every large company has the same exact problems: yes, even Verizon. Since you hold the news and threads of this site in such high regard, you should go to the FiOS forums if you don't believe me. You want to talk about billing and service issues? They got 'em every bit as much as Comcast. All any large service company can do is move forward and try to improve.
Furthermore, I am not ashamed to create an honest living to provide for my family. You could just as easily tell a doctor that they should be ashamed for working in an industry that extorts money from insurance companies by overcharging for their services, which raise rates so that average people can't afford them on their own and not doing life-saving medical procedures because of someone not being covered under their plan. It's insulting and if anyone should be ashamed it's the person who makes such a personal attack. | |
1 edit | Let's refrain from personal attacks then and try to understand each other's situation.
I'm sure you're a real good ________ for Comcast.
I'm certainly not the average guy either.
I visit Cable and DSL forums regularly.
I've had dial-up, cable, and DSL service - even satellite.
At one point in my career, I even worked as a outsourced tech support rep for Qwest and for a major BPS provider (fortune 500) - but I moved on.
(I'm now in software development making 20x the money)
So I try and help with issues, but I will complain about problems. Was the technical problem fixed? Yes, once they got their collective heads out of you know where, the fix was pretty fast. I appreciate that and that's the kind of service I expect. 2-3 days for most problems, OK.
I can deal with that. Even a week -
But 2 months?
Billing was also an issue for me. I had to be very angry and demanding (the kind of call you hate to take) to explain I wasn't going to pay for service because it was broken the entire time.
I had to twist heads and break arms to get them to agree. After they agreed, I received post-dated bills for weeks (not bills prior to my calls) I called and called and called and finally someone made the right change after weeks of begging and yelling.
It took one *GOOD* line tech about an hour to figure what was wrong, after months of a wild goose chase.
But that was after 4 or 5 of them came weeks before and said they had fixed the problem - and hadn't.
20% effective problem solving is dismal - even for a huge ISP like Comcast.
I wired an entire warship with fiber years back when I was an IT in the military. -- Back when alcatel was xylan -
I know a thing or two about DSL, cable, fiber and the Internet.
What really chaps my ass is the frontline technicians trying to come off as some sort of guru - Let me just put something out there -
The real engineers don't work frontline tech support, as you probably know.
Apologies if someone is just making an honest living - but there's too many know it alls - that don't know it all. | |
MadMANNPremium
join:2005-08-19
kudos:2 | Ok. Now that said, I have understood your situation from the start. It was bad. (understatement, but accurate) Ok. Miserable.  If I could apologize for it and make it better I would. Alas, I am not in your area.
Again, if I came off as indifferent or unsympathetic, I apologize. I was only trying to let you know that your situation is not something anyone at the company finds acceptable, which is why they were working to resolve the problem. There are issues out there that do not just pop up and punch you in the face. Those are the ones that may take a few tech visits to diagnose. It's not that the first few didn't know what they were doing, it's just that the problem was apparently hidden and intermittent. The last guy who solved it likely took notes from the other techs who shared what they tried for you and he acted accordingly. Therefore, to you, he is the hero. I am not saying that you might not have gotten a bad one in there somewhere, but the majority of them know what they are doing and have been trained vigorously. Does incompetence exist? Of course. But I can tell you that the ones who can't adjust or do not respond to the ongoing training are weeded out pretty quickly.
As far as frontline tech support, I would challenge anyone with any common business sense to find a way to employ top-notch masters degree IT technicians as phone people without creating double the overhead. Not saying that the ones who are there are not intelligent, just that you can't expect high level NASA techs to man the phones.
Regardless, I hope you can enjoy your services now and put the whole thing behind you. May you have trouble-free service forever.  | |
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